Logan McLean, Esports Advisor, for NGame Esports talks about retail and the customer experience for esports.
Global retailer, Walmart, is now selling esports merchandise on its website. Could this be the structure that helps organize esports merchandise for years to come?
Walmart and other global retail brands will need to do more than lend their massive shipping infrastructure to esports to capture additional revenue streams. They must stock esports apparel in stores, as they do with the clothing of traditional sports franchises local to the storefront. As long as retailers continue to progress and replicate successful strategies, esports merchandise can generate results.
How important is it for esports to collaborate and learn the process from retail business leaders to enhance the experience esports customer experience?
On the contrary, I think it is more critical that retail business leaders self-assess and relearn customer service skills from the esports industry. Esports is a tiny industry, if you have subpar customer service, or have shady experiences everyone knows about it, and your brand is effectively blacklisted.
With that being said, most of my experiences working with industry brands; merchandise retailers, and tournament groups have all been great. This experience is opposite to traditional business where we have horror stories of customer care interactions with every cable and telecom company.